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How AI can supercharge your customer service

How AI can supercharge your customer service

Your company’s customer service department plays a major role in your overall success. That’s because happy customers tend to become repeat customers and will tell potential new customers great things about you. Keeping your existing customers happy usually leads to more profit than constantly having to find new customers. Especially when you consider that unhappy customers usually don’t hold back from leaving you a bad review online. 

Nowadays, there are a number of tools and resources to seriously improve your customer service. AI, short for artificial intelligence, is one of them. It can help you respond to customer inquiries faster and increase the quality of your interactions. In turn, these improvements help you increase customer loyalty and improve your brand reputation. 

The use of chatbots

An increasing number of companies use chatbots as customer service agents. These chatbots handle various tasks, like troubleshooting and interacting with potential clients. There are some major advantages of replacing human employees with AI powered bots. They can, for example:

  • help a large volume of customers 24/7;
  • help identify a customer’s needs and forward the customer to the right expert within your company;
  • proactively start conversations with customers, helping them find their way throughout the customer journey.

A chatbot is on call 24/7 and answers within seconds. This means that customers don’t have to wait for human employees to become available on the phone or answer their questions on WhatsApp, social media, or email. This will definitely help you improve your customer service experience. Naturally,, it helps your customer service employees as well. They have more time to handle the more complex cases that a chatbot can’t solve. Leaving the easy-to-answer questions and the repetitive and time-consuming tasks to chatbots gives your human employees the time they need to keep your most difficult customers happy.

A customized user experience

Another thing you can use AI for is to customize your user experience. AI can help you analyze customer data and tailor products to your customers’ needs. In the past, once a customer had purchased a product from a certain category, you would likely promote other products from that same product category.  After all, they had shown an interest in that product category, right? Well, not necessarily. There’s a good chance that they were just interested in this one product. 

AI can analyze large chunks of data at once from different sources. Imagine being able to offer your customers products or content that you know they are actually interested in. Let AI help you generate more comprehensive customer profiles that actually tell you what your customers are looking for. Knowing your customers’ specific needs, their personal buying behavior, and preferred channels of interaction can significantly improve customer loyalty and satisfaction.

Anticipate customers needs

These days, more than half of customers expect companies to anticipate their needs. And the same number of customers complain that customer service departments don’t answer their questions fast enough or don’t provide the easy service they are looking for. How do you know what a customer might want before they even pick up the phone? And how can you answer them faster without having to hire a huge number of extra employees? That’s where AI comes in. It offers the right technologies to bridge the customer expectation gap. 

At Textmetrics we use AI and Machine Learning to help you improve your customer service. With the tools we offer, you can:

  • guide your customer service employees when they are talking to customers;
  • make sure your employees represent the brand identity and follow your company guidelines;
  • analyze chats, emails, and conversations to improve the performance of your customer service employees. 

With the right tools at hand, AI can supercharge your customer service. It’s a promising technology that can significantly increase your overall customer satisfaction. 

 

Meet Textmetrics at the DMEXCO conference in Cologne

Meet Textmetrics at the DMEXCO conference in Cologne

We are very proud to announce that Textmetrics will attending the DMEXCO conference in Cologne on 11 and 12 September 2019.

DMEXCO

DMEXCO is a meeting place for key players in digital business, marketing and innovation. The conference offers a range of stages, delivering inspiration & digital marketing insights from industry experts.

Meet Textmetrics

It would be great to meet you at DMEXCO!  Please visit us for a live demo at our conference booth D-041 in Hall 09.1. If you would like to plan a personal meeting please contact us by email at support @ Textmetrics.com.

Textmetrics is the growing content creation platform that enables you to create web content that matches your target audience. With the help of AI, Big Data and machine learning you will be able to receive real-time suggestions to write high quality content that converts.

The Impact of AI on Corporate Communication

The Impact of AI on Corporate Communication

It is only common-sense that corporate communication is trustworthy. Not only within a company but publicly as well. Many communication staff members often find it challenging to choose the right words for their text and write it at the right time. For those people, and all the others that work in communication, the answer of the near future is Artificial Intelligence – AI.

AI is on the brink of conquering the world. It will enhance the communication of any company, small or large. And for those of you who think AI is the next ‘enemy’ to replace staff, don’t be afraid. This intelligence is meant to make your job easier, not to replace you.

What can AI do for you?

Over the last twenty years, the internet has helped us to communicate in a far swifter way we ever thought possible. The internet has no character by itself. The character of the messages sent through the internet is created by the sender. Good, bad, ugly (for the movie-lovers), it is the sender who defines that, not the internet. The same goes for AI; it is neither good nor bad; it merely exists.

What can AI do for a company?

  • It can emphasize the human factor in communication: the truth, the experience and, as some people believe, in the end, human freedom. Artificial intelligence can give the human being its ultimate form.
  • AI can give you in-depth information of what living networks do and don’t, can report on insights it gets up to a minute in real time and give you trend assessments. All this while analyzing first whether you need the information it has available for you.
  • AI will use virtual and reality applications to deliver news to your public, targeting those for whom the news is meant. Small or large, any public crowd can receive exactly what is interesting to them. Conferences no longer group around a three-way telephone-set but can be virtually experienced as if one was there.

Fake news

People want to trust the companies they do business with. Which makes sense, since there is so much fake news these days. The public finds it hard to fish out the facts from the pulp they must plow through. So corporate communication must be trustworthy. Communication departments should always be aware of that because if people lose trust, credibility is down as well. A communication team should be in touch with the reality of today within the market they operate in. A slow department that lacks vision will be degraded merciless, which gives competitors the opportunity to swoop in and win the battle.

  • AI is an assistant in marketing and/or recruitment marketing. The one who uses AI gives the message its final touch. As such, AI is neither bad nor good. It’s just a robot. A thing. And this “thing” Textmetrics is providing, gives the writer exactly the language level that is easy to understand and processed by the mass audience the writer is targeting.
  • AI will be able to assess crises faster, using preset criteria to do so. Its bots will assist the communication teams during a crisis, without any emotions, focused solely on solving the problem.

“All of us”

It won’t be too long before there is another concept of corporate communication. This so-called identity-based corporate communication will be so precise that it can communicate with each person individually. This may sound frightening at first, we don’t want to give out “all of us” to any or all companies. But realizing “all of us” is already out in the open, fine-tuned communication could be an asset to both company and customer.

  • We must realize that AI is learning while it is working. AI recruiting becomes more and more specific. Not getting messages in your inbox anymore that aren’t really of interest to you, may be a relief.
  • AI can do so much more for us. Designing templates for messages or brochures, templates that touch the soul of those who read them. A more captivated audience is guaranteed.
  • There are many companies with an online presence using AI chatbots to serve their customers. Not always to 100% satisfaction, yet, but AI will learn and get better. You think you’re talking to Anna? Kevin? Or Sylvia perhaps? Think again! You’re chatting with a bot and if that bot doesn’t give you the full answer you need, then, and only then, you send an email to customer services.

There is a new era of communication coming and we can choose to avoid it or embrace it. Those who embrace it are in for an interesting ride with new perspectives around every corner. “Snooze or lose” was a slogan on the internet for a long time. It might apply to AI as well.

The Benefits of AI Recruiting – Part 2

The Benefits of AI Recruiting – Part 2

Technology is the future of business, and hiring remains an important part of business success.

While AI recruiting has its time-saving qualities, many organizations and HR recruiting teams feel wary about relying completely on its technological advances and algorithms. There is, of course, nothing like the human touch – but the success of AI recruiting actually requires talented and knowledgeable human beings to ensure that its challenges are overcome and that candidates get the best hiring experience.

Why is this important? Well, a candidate gets the first sense of how your brand works by the way they are treated when they are being considered for a position. Companies that are interactive, respectful, and willing to consider the candidates’ needs are often ranked higher and garner more interest than those that do not practice these basic tenets of hiring. Remember, it’s not just you hiring a candidate – a candidate is also hiring you and considering you for the next step in their career.

AI recruiting software allows for a better hiring experience on both the candidate’s and the hiring team’s ends, as long as challenges are identified, trouble-shot, and overcome in order to maintain efficiency on every level of hiring, and so that the ROI of the AI software is clear.

Challenges of AI recruiting

While AI is often marketed as being free from non-human biases and problems, the fact is that it is a computer that has a primary purpose of learning. Here are some of the challenges that HR teams can face when it comes to AI recruiting and algorithms:

  • AI requires a lot of data – with the current worry about how organizations and companies use data, this can be a red flag for candidates who want to keep their personal data private. Another issue is that the software may require hundreds to thousands of resumes to screen for one single role in order to be able to offer the best choices for filling it.
  • AI can be become biased – while it isn’t made to mimic human biases, AI recruiting programs can learn bias, even though it ignores information like age, gender, and race. This is because it’s trained to find patterns in previous behavior. Therefore, if your recruiting team is already biased, even if it’s unconscious, the algorithm can be trained to pick up on these biases and apply them to future candidate screening.
  • Technology can break – and this is often why HR teams are skeptical of AI recruiting. If the technology suddenly starts screening based on wrong indicators, or the system goes down, automation doesn’t save time, it adds time. Add to that a healthy fear of new technology and programs that “fix what isn’t broken”, and you might have team members who are wary of using this new technology, even if it may make their lives easier, because they aren’t convinced the software can do as good of a job as they can at their work.

Luckily, there are ways to solve these challenges and get your team on board. In the end, it’s about selling the technology to your team and training them properly. The next section will explain the best ways to work around these challenges in AI recruiting software.

How to overcome challenges in AI recruiting and deliver the best experience to candidates

AI recruiting is based on algorithms that are trained to spot patterns, especially when it comes to large chunks of information. To do this, it requires the buy-in of a lot of data, because keyword spotting, sentence structure, skills – the screening must view a lot of data in order to find patterns in it. This can be an issue, especially with today’s world that’s wary of giving up a lot of private information, fearing that it won’t be safe or used properly.

You can get around this by being upfront about data collection. Following the rules and regulations governing data collection in your region is the first step. Posting clear messaging around data collection is a good way to let candidates know exactly what their data would be used for and how it counts in the hiring process. Most people want to stay informed – this is a good way to inform them and still attract the top-level candidates you want. Letting candidates know that public data sources may also be used is transparent, and reminds them that their public information is, in fact, public.

While AI technology is made without bias, having human administrators of the software can help cut down on biases within hiring that the software may learn. If you are finding that you’re interviewing the same candidates with the same race, gender, and age markers, it may be that your software is specifically prizing those candidates over others. Having a robust, diverse hiring policy can help eliminate these biases and attract candidates with a vibrant set of skills who may not fit the “mold” of who you usually hire.  For example, many companies these days are heavily promoting diversity recruiting. However, recruiters are sometimes unaware that their “voice” can heavily affect how candidates see the business and the job, attracting those that may not fit the profile of who the organization is looking for.. Tools such as Textmetrics are able to assist in eliminating gender bias job descriptions by detecting male and female-centric wordings and giving its users “neutral” suggestions, making the text friendlier to all potential candidates. While candidates must be a good fit for the organization, it’s important to remember that diverse hiring actually makes your organization better, and can bring new creativity and skills to the role.

A good and clear training program on the software will eliminate any fear when it comes to new software or changes within a job process. While there will always be team members who will worry about change, showing them how their jobs can be better and more efficient is a great way to sell them on the new technology that AI recruiting brings. AI is only as good as its human operators – empowering your team members to learn and become experts on the software will also eliminate downtime and inefficiencies caused by broken software or lack of knowledge.

Whether or not you believe in the ability of technology to judge the best candidate for the job, it is undeniable that AI recruiting saves time and creates better, more efficient hiring practices.

Get in touch to discuss how to implement Textmetrics in your organisation

The benefits of AI Recruiting – Part 1

The benefits of AI Recruiting – Part 1

When it comes to hiring, the resource needed most for HR teams is time.

Screening for the best candidates to fill any position can take countless man-hours – and comprises a large part of any hiring process – almost 23 hours’ worth per job posting!

Keyword-spotting, skill sets, and whether or not the candidate comes across as the right fit are important parts of hiring, especially when it comes to high profile or lucrative positions. But if you’re a small business, or you’ve got a number of positions to fill, putting an HR advisor strictly on screening resumes isn’t a good use of your time – and it’s not a good use of company money, either.

So what if there’s a way to do it faster and more time-effectively? As we move into the 21st century of hiring practices, artificial intelligence technology, or AI, has replaced many of the hours spent screening resumes and spotting the right candidates for an interview pool. With this technology, HR advisors and teams can quickly scan each resume they receive for a job posting in less than half the time, freeing up more time for in-depth interviews and discussions with preferred candidates, and leading to better fits for the open jobs within their organizations.

As we see more and more menial, time-consuming tasks become automated, the fear becomes whether or not this type of technology is appropriate for certain organizations. We’ll cover that more in part two of this series, where we discuss how AI can be used to support hiring and the pros and cons of using technology to screen sensitive personal data.

How does AI recruiting improve the quality of candidates?

First of all, it’s best to consider how AI recruiting can save an HR recruiter’s time and money. We’ve discussed already how AI can cut CV screening time in half; how it does this is using complex algorithms to spot specific keywords and phrases. It matches the candidate to the job using a standardized method, which improves the quality of hire.

Quality of hire, or the value a new hire adds to your organization, is one of the top key performance indicators every HR team has when it comes to hiring for a business. The longer you retain a talented candidate, the more they contribute to the organization’s long-term success. According to Ideal.com, the minimum baseline for a quality of hire is that the value a person creates while employed at your business is greater than the cost of recruiting them. After all, if you’re losing money by hiring the wrong talent, then your business not only suffers, but so does your team’s morale – which can lead to more talent-bleeding in the long run.

AI recruiting helps with this by carefully taking indicators that you have chosen and measuring each candidate against them using a rating scale, for example. The more highly rated the candidate, the better the fit. Because AI doesn’t have the biases of human beings, the diversity in your talent pool may actually be greater, allowing you to choose from candidates you may or may not have seen with the old method of human-based screening. Tools such as Textmetrics are able to assist in eliminating gender bias job descriptions by detecting male and female-centric wordings and giving its users “neutral” suggestions, making the text friendlier to all potential candidates. While candidates must be a good fit for the organization, it’s important to remember that diverse hiring actually makes your organization better, and can bring new creativity and skills to the role.

Top performers contribute disproportionately to an organization’s success – it’s said that they provide almost 80% of the rise in profits and KPIs just by their work alone. To that end, it’s important that HR recruiters are able to attract top performers who will also be lured to stay long-term.

How AI recruiting works

AI recruiting is based on algorithms that are trained to spot patterns, especially when it comes to large chunks of information. It uses intelligent screening software on your existing resume database, which then gives it insight into which candidates moved on to greater success, and which employees were unsuccessful based on their performance, tenure, and turnover rates. By doing this, it gathers a sense of the skills, experience, and qualities to apply to new applicants that will fit in best with your organization.

It can also enrich candidate profiles by using public data sources, finding their previous employers, public social media profiles, or other information that would generally be gathered by a human recruiter – and take much more time in the hiring process.

At the end, it gives you a complete profile of your most successful candidates, automatically ranked, graded, and shortlisted. That allows you to move onto the interview stage, in which you’ll use this information to delve more deeply into the candidate as a person.

Innovations in AI recruiting

Along with the basic sorting and ranking, AI recruiting can do more than simply pre-screen candidates. Recently, technology has created all sorts of time-saving innovations for HR teams.

Recruiter chatbots are currently being tested to provide real-time information and interaction to candidates, eliminating pre-screening calls. They can be programmed to ask questions based on the must-have job requirements, and eliminate hours of phone calls to unsuitable people. They will provide feedback, updates, and next-step suggestions to the candidates – allowing them to become more successful in their careers, as well.

How does this benefit you? Well, many candidates say they leave with a negative impression of the company when they don’t hear back from an HR team after leaving an application. In order to keep your brand profile high, these time-saving bots deliver that interaction for you.

Other innovations include digitized interviews, which can eliminate one or more screening interviews in the hiring process. The software assesses word choices, speech patterns, and facial expressions to judge whether or not the candidate is a fit for the role, which leaves the hiring decisions and deeper questions to the human HR recruiters.

Whether or not you believe in the ability of technology to judge the best candidate for the job, it is undeniable that AI recruiting saves time. Stay tuned for our next blog in the series, where we examine some of the challenges of AI recruiting, and how you can get around it in order to hire the best fit for the role – and save time for your team.

Get in touch to discuss how to implement Textmetrics in your organisation